Global Health Care Leader Will Continue to Leverage Leading Provider’s Services for Entire U.S. Field Force
BEDMINSTER, N.J.--(BUSINESS WIRE)-- Cegedim Relationship Management today announced that a top-10, global pharmaceutical company has renewed its contract for help desk and hardware services for its entire U.S. field force. Cegedim Relationship Management is the world’s leading provider of Life Sciences-specific Customer Relationship Management (CRM) solutions.
Delivering Highly Specialized Support
Life Sciences sales representatives rely on support center specialists to problem-solve tasks that go beyond the traditional trouble-shooting duties of a Help Desk. It is estimated that more than 70 percent of pharmaceutical Support Center calls are related directly to sales and marketing activities such as alignment, communications, or data issues, which require interaction with experts who have deep knowledge and experience working in the Life Sciences industry.
The top-10 company decided to renew its existing contract with Cegedim Relationship Management, with whom they have been doing business for more than a decade, after conducting a thorough evaluation of CRM service providers. Cegedim Relationship Management was awarded the work due to its customer-first philosophy and the specialized services they provide.
Cegedim Relationship Management uses best in class multi-channel technology including voice, internet, chat, email, IVR, telephony, call recording and call monitoring. In 2010, Cegedim Relationship Management achieved an 80% first call resolution rate and a 98% customer satisfaction rating in their support of both remote field force and home office users.
“Our commitment to this customer is to deliver top-notch support services that will help them maximize field force satisfaction and system usage while reducing operational costs at the company level,” explained Angela Miccoli, President North America, Cegedim Relationship Management.”
In addition to Support Services, the global health care company also leverages Cegedim Relationship Management’s Regulatory Compliance and Data solutions.
|About Cegedim Relationship Management:||
Cegedim Relationship Management is the Life Sciences industry’s leading provider of Customer Relationship Management (CRM) solutions. Designed specifically for Life Sciences, the company’s innovative business solutions incorporate a thorough understanding of local, regional and worldwide trends. Cegedim Relationship Management enables more than 200,000 users in many of the world’s most innovative companies to stay ahead of market challenges. In addition to CRM, Cegedim Relationship Management also provides marketing, data optimization and regulatory compliance solutions in more than 80 countries. Cegedim Relationship Management is part of the France-based Cegedim S.A. Group.
To learn more, please visit: www.cegedimrm.com/rm.
Founded in 1969, Cegedim is a global technology and services company specializing in the healthcare field. Cegedim supplies services, technological tools, specialized software, data flow management services and databases. Its offerings are targeted notably at healthcare industries, life sciences companies, healthcare professionals and insurance companies. The world leader in life sciences CRM, Cegedim is also one of the leading suppliers of strategic healthcare industry data. Cegedim employs 8,500 people in more than 80 countries and generated revenue of €927 million in 2010. Cegedim SA is listed in Paris (EURONEXT: CGM).
To learn more, please visit: www.cegedim.com.
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